Collections Resolutions Specialist
Metrobank
- Pasay, PhilippinesPasay, Metro Manila, PhilippinesPasayMetro ManilaPhilippinesPhilippines
- Toàn thời gianFULL_TIME
Miêu Tả Về Công Việc
The jobholder is responsible for assisting the Collections Resolutions Officer in achieving the highest level of customer satisfaction by performing functions related to addressing various customer issues, controlling delinquencies, and maintaining and updating of the Collections Resolutions database.
The jobholder is tasked to ensure that customer issues and requests are addressed timely and all communications to customers adhere to the policies set by the Department and Corporate Communications.
The role will entail continuous effort to improve customer satisfaction and complaints reduction.
Address various customer issues referred by Collections Resolutions Officer:
- Address correspondences and requests, letters or emails assigned by the Collections Resolutions Officer.
- Receive requests of change of billing addresses and other contact information from cardholders and forward to collections back officer for maintenance.
- Refer complaints on unposted /misposted payments, misposted transactions, non/late receipt of statements of accounts, unsuccessful debit arrangements, reversal of fees and charges, disputed transactions to responsible , disputed transactions to responsible unit/department for appropriate action
- Evaluate and recommend approval/disapproval of requests for waiver of charges.
- Performs account reconciliation.
- Conduct customer call outs in order to assess and provide feedback for customer requests and complaints related issues.
Assist Collections Resolutions officer in controlling Unit-related metrics:
- Coordinate deviation requests.
- Provide computations for payment options.
- Coordinate with other units regarding status of accounts with pending payment options request.
- Provide reports related to curing of accounts.
- Recommends process improvement initiatives as a result of key learning from cases handled.
Assist Collections Resolutions Officer in reports related tasks:
- Maintain, track, and update Collection Resolutions Database.
- Prepares daily, weekly, and monthly reports.
- Provide analysis of MIS related to tasks as well as recommendations to improve customer experience.
- Consolidate requests.
Trình độ tối thiểu
- Bachelor’s degree holder preferably a graduate of a business course;
- 6 months to 1 year Collections experience is required;
- 6 months to 1 year experience in dealing with external customers who have varying requirements is an advantage;
- Exposure to complaints management process/procedures;
- Proficient with various software applications including MS Word, Excel and Powerpoint;
Đặc quyền và lợi ích
- Retirement Benefit Plans
- Special Leave Benefits for Women
- Single Parent Leave
- Paid Holidays
- Medical / Health Insurance
- Paid Sick Leave
- Paid Bereavement/Family Leave
- Life Insurance
- Paid Vacation Leave
- Child Care Benefits
- Maternity & Paternity Leave
- Medical, Prescription, Dental, or Vision Plans
Kỹ năng cần thiết
- Persuasion and Negotiation
- Problem Sensitivity
- Email Support
- Customer Service
- Critical Thinking
- Communication Skills
Tóm tắt công việc
- Trình Độ Công Việc
- Mới Tốt Nghiệp/ Trình Độ Tập Sự
- Ngành Nghề
- Customer Service
- Yêu cầu học vấn
- Tốt nghiệp Cử nhân
- Nhà tuyển dụng trả lời hồ sơ
- Often
- Địa chỉ văn phòng
- Pasay, Metro Manila, Philippines
- Ngành nghề
- Banking / Mortgage
- Vị trí đang tuyển
- 1 vị trí tuyển dụng mới
- Trang web
- https://careers.metrobank.com.ph